Kuwaiti Nationals OnlyAbout HSBCHSBC is one of the world’s leading banks, with a network covering countries and territories. Our global reach means we offer many ways for you to develop your career. We offer an inclusive, values-led culture, tailored learning and development programmes and competitive benefits. We have roles in retail, commercial, investment and private banking and a range of operational and functional teams.Role OverviewWorking in HSBC Kuwait’s IT Operations team, providing ITO support to all areas of the Bank and ensuring continuity of service at all times for all systems infrastructure / applications. The Analyst is responsible for developing and maintaining a quality Desktop environment for the MENA region. As a member of the regional team that will also provide second level support to the desktop support team and infrastructure; manage greening initiatives, control patch releases, desktop imaging and mass deployments. The Analyst must also ensure adherence to HSBC Group processes and procedures, compliance guidelines and IT security. The Technical Services Team Leader focuses on the health status of the desktop infrastructure, process improvement, and regional coordination. Collaborate with the Head of IT Operations, Regional IT Operations Function and other colleagues for implementing ITO’s strategic objectives and supporting peers in IT Operations to deliver functional goals in line with country priorities and budgets.Duties and Responsibilities

·Participate in Improvement Progammes for HSBC Kuwait

·Responsible for ensuring compliance to Group hardware standards and evaluation of new products

·Driving sustainability and ever greening initiatives based on HSBC Group directions

·Participate in Major Incident Reviews and Service Improvement Programs as required

·Identify potential Cost Saving that would assist in the ITO cost savings initiatives

·Contributes to the operational support of the Bank by providing first class support to all HSBC Kuwait staff on all IT applications

·Supporting all IT applications deployed in HSBC Kuwait, both from a HSBC standpoint as well as all local regulatory applications that are standalone systems / applications

·Deputizing for the Head of ITO at HSBC Kuwait during leave periods

·Support continuous development of IT Operations in accordance with HSBC’ s requirements, engaging with colleagues across the function, department and external to IT Operations with customers to deliver sustainable operational plans in line with IT Operations strategy.·Supporting and facilitating change management initiativesthrough effective communication, preparation and implementation.

·Drive IT Operations performance, persevering under pressure, supporting all in Country business areas within IT Operations.Ensure contingency is built into plans to cope with unexpected issues.·Enhances key relationships both within IT Operations, across HTS, other HSBC businesses, and where required to do, interfacing as the relationship manager for ITO services provided in-country by 3rd party suppliers.

·Work with IT support teams to ensure smooth transition from the projects teams for onward implementation and to proactively identify potential areas for design review

·Protect the confidentiality, integrity and availability of the Groups information assets by managing the development and implementation of the ITO programs in line with the Group standards, guidelines and procedures

·Deliver high levels of internal / external customer service based on agreed standards

·Perform communications system projects including the management of installation, configuration and maintenance of operating systems, local area networks, wide area network and technology infrastructure

·Analyses and resolves problems associated with server hardware and applications software when escalated by technical staff or management. Detect diagnoses and reports problems on server, dialer and desktop systems.

Experience and Qualifications

·Typically educated to degree level

·Extensive experience in a managerial role within an IT or related field, including experience of managing a global function.

·Ability to build strong relationships and communicate with a wide spectrum of stakeholders

·Excellent knowledge of the project lifecycle and Group Strategy

·Understanding of business finance and experience of effective managements of budgets and expenditure

·Comprehensive understanding of positioning Bank approach and policy in context of wider industry trends and direction

·Strong organizational skills coupled with high levels of drive and self-motivation for ensuring best-in-class services are provided by ITO

·Adept at multi-tasking and being able to carry out complex troubleshooting on a range of technologies

·Have knowledge of the HSBC CWD environment

·Have working knowledge of the Microsoft Windows Operating Systems

·Good knowledge of Microsoft Technologies including AD, SCCM, understanding how this is linked to the CWD estate